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Training Tips
Part 2
By Shawn T. Kiley
Aloha and welcome to this edition of TIPS. We have been discussing some training ideas in this series. Nothing can compare to a solid team of trainers to help your new employees gain confidence, job knowledge and the proper skills to be certain that they are providing legendary customer service. I would rather have just one great trainer then a slew of mediocre trainers.
The people who should be up front in your training crew will be enthusiastic by nature. They should be salespeople as opposed to order-takers or cashiers. Your trainers should be excellent listeners and caring people. Their communication skills should be top-notch. Leaders generally have an intrinsic quality that goes beyond charisma but often looks like charisma. Dont trust one of the most important roles in your business to the person who has been there the longest, or has the most patience or even the most demonstrated job knowledge. While these people may be valuable assets to your organization, they dont always make good trainers.
At one point in time or another, all of us have had to be trained in a new position. Sometimes the experience has been fun, positive, and helped us to learn the most that we could about our new position. Sometimes, however, the experience has been dreadful.
Shawn, this is Joe. Hes been with us since the store opened. Hell show you what to do. YIKES! Not off to a good start. Have you ever asked your trainer an important question and received an answer like I dunno. Thats just the way we do it here.
These are the scenarios we will want to avoid at all costs. Sometimes, it may take awhile to put together a solid training crew, but dont get discouraged. It will be worth it. Proper training will not only ensure that your customers are getting what they want most, it can also help in other areas, like driving down Worker Compensation Claims, sick calls and possibly even preventing serious injury or death on the job.
Companies that deliver legendary customer service know the importance of proper training and never try to scrimp in this area. Companies that are serious about safety know the importance of proper training. Do you think a new air traffic controller would accept an answer like I dunno. Thats just the way we do it here. Never. The importance of quality training can never be overstated.
Now that we know more about the type of people we want to make up our training team, we will begin the actual four step process of a solid training program that never fails.
Until next time... Shawn
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